Patient Onboarding & Support Coordinator (3-month FTC)

About VeteranCann

VeteranCann is a patient-focused healthcare platform that supports current and former service members through trusted, compliant and personalised healthcare pathways across Australia.

About the Role

As our Patient Onboarding & Support Coordinator, you'll be the first point of contact for veterans who enquire about VeteranCann through our marketing and advertising campaigns. You'll play a key role in creating a welcoming and supportive first impression, helping prospective patients understand our services and guiding them through every step of the onboarding process.

This is a people-first role that combines customer service, administration and coordination. You'll support veterans from their initial enquiry through to booking their first appointment, ensuring they feel informed, supported and confident throughout their journey.

This is a full-time (Monday to Friday, 9am - 5:30pm AEST), 3-month fixed-term contract, ideal for someone who enjoys supporting people, thrives in a fast-paced environment, and is passionate about delivering exceptional patients experiences.

Key Responsibilities

Lead Response & First Contact

• Respond promptly to inbound enquiries via phone, email, SMS and web forms.

• Make outbound follow-up calls and messages to new leads, answering questions and building trust.

• Clearly explain VeteranCann's services, what patients can expect, and the no-cost, no-obligation nature of the initial process.

• Deliver a warm, professional and empathetic experience that encourages prospective patients to take the next step.

Patients Onboarding & Registration

• Guide veterans through the registration process and assist them in completing their Health Evaluation Form via our online platform.

• Support patients who may be less confident using technology, ensuring they can navigate the platform with ease.

• Schedule initial consultations, coordinating appointment times that best suit the patient.

• Ensure each patient has everything they need to progress smoothly through the onboarding journey.

Administration & Coordination

• Accurately maintain patient records, interactions and progress within our CRM and internal systems.

• Monitor lead pipelines and follow up incomplete registrations to ensure no prospective patient is overlooked.

• Collect and verify supporting documentation required to progress patient applications.

• Maintain accurate records while adhering to privacy and confidentiality requirements.

Ongoing Patient Support

• Act as a friendly and reliable point of contact for onboarding enquiries.

• Escalate clinical or complex questions to the appropriate internal teams when required.

• Coordinate seamless handovers to clinicians, pain specialists and the applications team.

• Contribute to a consistently positive patient experience that reflects VeteranCann's values and commitment to exceptional care.

About You

• Previous experience in customer service, patient support, patient services, healthcare administration or a similar role.

• Outstanding verbal and written communication skills, with confidence speaking to patients over the phone.

• A compassionate, empathetic and patient approach, particularly when supporting people navigating healthcare.

• Strong organisational skills with excellent attention to detail and the ability to manage multiple priorities.

• Confidence using CRM systems and digital platforms, with the ability to quickly learn new technology.

• A proactive, solutions-focused mindset and the ability to work both independently and collaboratively.

• A genuine commitment to delivering exceptional service and creating a positive experience for every patients.
  

Highly Regarded

• Experience working with veterans or DVA clients.

• Previous experience in healthcare, telehealth or allied health.

• Exposure to medicinal cannabis or alternative healthcare.

What We Offer

• Remote role with the flexibility to work from home.

• 5-days per week, 3-month fixed-term contract.

• The opportunity to make a meaningful impact by supporting Australian veterans throughout their healthcare journey.

• A collaborative and supportive team that values compassion, professionalism and exceptional patiennt care.

• Exposure to veteran healthcare, DVA pathways and innovative approaches to pain management.

• Ongoing training and support to help you succeed in the role.

• Competitive remuneration, commensurate with experience.